What to Ask an HVAC Technician Before You Hire

Booking the wrong aircon installer can cost you thousands in re-do work, voided warranties, and a system that never quite cools the back bedroom. These are the ten questions every Australian homeowner should ask before handing over a deposit. Read them, screenshot them, and use them on the phone — they will save you money and grief.

1. Do you hold a current ARC (Australian Refrigeration Council) licence?

Anyone working with refrigerant gas in Australia must hold an ARC licence — it is the law, not a nice-to-have. An unlicensed tech handling refrigerant can void your warranty, breach the Ozone Protection Act, and put your family at risk if a join is done badly. Ask for the licence number and check it on the ARC public register before they put a spanner on your unit. A real tradie will rattle the number off without flinching.

2. Is the price fixed or hourly, and what is included?

Hourly rates sound cheap until the third hour rolls around and the quote balloons. A fixed price for a defined scope (service, regas, install of a 5kW split, etc.) protects you from surprise invoices. Ask exactly what is included — call-out, gas, parts, disposal, GST — and what triggers extra cost. Get it in writing before they start.

3. Which brands do you specialise in or hold accreditation for?

Daikin, Mitsubishi Electric, Fujitsu, Panasonic, Samsung — most techs are stronger in two or three brands than across the board. Brand-accredited installers get factory training, longer warranties (often 7 years vs 5), and faster parts. If you own a Daikin ducted system, you want a Daikin D1+ Specialist, not a generalist who learned on the job.

4. Do you understand R32 vs R410A refrigerant differences?

R32 is the current standard in new units — lower global warming potential, slightly higher pressure, mildly flammable (A2L classification). R410A is being phased out but still in millions of older units. A good tech can explain charge weight differences, why you cannot top up R32 the same way, and the safety steps for A2L gas. If they shrug, they will likely cross-contaminate or under-charge your system.

5. Will you leak-test the system before regassing it?

Pumping new gas into a leaky system is a waste of your money — the gas will be gone in months and you will pay again. A proper tech pressure-tests with nitrogen, checks every flare and braze with electronic leak detection, and only regasses once the system holds. If the tech wants to skip leak testing and just “top it up”, walk away.

6. What is the recommended service interval for my system?

Splits generally want a clean every 12 months, ducted systems every 12 to 24 months depending on use, and commercial units more often. A tech who recommends servicing every 6 months on a residential split is upselling. One who says “you do not need servicing” is also wrong — dirty coils kill efficiency and breed mould. The right answer is honest, brand-specific, and matches your usage.

7. Are you experienced with both ducted and split systems?

These are different beasts. Ducted involves zoning, return air sizing, static pressure and roof-cavity work. Splits are simpler but pipe runs, drainage falls and bracket choice still matter. If your home has ducted with five zones, hire someone who installs ducted weekly — not a tech whose last ducted job was 2019. Ask how many ducted installs they did in the last 12 months.

8. What warranty do you offer on workmanship?

Manufacturer warranty covers the unit. Workmanship warranty covers the install — leaky flares, bad bracket, dodgy wiring, drain not falling correctly. Five to seven years on workmanship is standard for a good installer. Anything under two years suggests they do not stand behind their work.

9. Are you available after-hours for emergencies?

A 38-degree Sydney summer day with a broken aircon and a baby at home is not a 9-to-5 problem. Ask if they offer after-hours callouts, what the surcharge is, and how fast they actually respond. Some firms advertise 24/7 but route the call to a message bank. Test it — ring on a Saturday and see what happens.

10. How do you handle calls when you are on the tools?

If you cannot get through to your HVAC tech to book a service or chase up a part, the relationship is broken before it starts. The best operators use an answering service or AI receptionist that answers every call, captures the job, and books it into the diary — so you are not playing phone tag at 7pm. Ask how they handle missed calls. The answer tells you how organised the business actually is.

Green flags

  • ARC licence number provided without hesitation
  • Fixed quote in writing with itemised inclusions
  • Brand accreditation (Daikin D1+, Mitsubishi Diamond Dealer)
  • Pressure-tests with nitrogen before regassing
  • 5 to 7 year workmanship warranty
  • Answers calls promptly or has a real callback system
  • Happy to show photos of recent installs

Red flags

  • Cannot or will not produce ARC licence
  • Hourly rate with no cap and no scope
  • Wants to “just top up the gas” with no leak test
  • Confused about R32 vs R410A handling
  • No workmanship warranty in writing
  • Cash-only, no ABN, no GST invoice
  • Phone goes to voicemail and never returns calls

What to do if things go wrong

If the install is faulty — leaks, no cooling, water dripping inside — put the complaint in writing first and give the installer a fair chance to fix it. If they ghost you, contact the manufacturer (a bad install can void warranty but they will often advise), then escalate to your state Fair Trading body. Keep every receipt, photo, and text message. For ARC breaches (unlicensed gas work) report directly to the Australian Refrigeration Council.

Related reading

Run an HVAC business? Stop missing summer callouts.

BackOnTools answers every call, books the job, and texts the customer — even when you are on a roof at 42 degrees.

See the HVAC answering service